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Returns Policy

OzMobiles prides itselves in great customer service and customer satisfaction. As we understand the importance of your purchased device we are happy to offer our customers easy returns.

30 day returns - faulty devices


If you receive your items and they appeared to be faulty or not as described we are pleased to offer our customers within the first 30 days of purchase:

  • A replacement unit of the identical make and model as the original item ordered
  • Return the broken unit to be repaired

  • Store credit or a refund

 

Please email our friendly support team on support@ozmobiles.com.au to discuss all available solutions. For a speedier return please include as much information as possible, including faults experienced and photos where required.

Please note:

  • In order to receive a full refund the device must be sent back in its original condition complete with original box and accessories. If returned without box and accessories we will deduct a 15% re-stocking fee
  • Our technicians must be able to verify the reported fault with the device. If no fault is verified the device will be returned to the customer.
  • Device must not have any internal water damage, cosmetic damage or be iCloud/activation locked.
  • Any signs of tampering or unauthorised third party repairs will be rejected and the device will be returned to the customer.
  • A return authority (RA) must be obtained prior to sending the product(s) back. If a customer has not contacted us prior to sending the product(s) back, or have not sufficiently obtained an RA number, OzMobiles will reject the return and return the parcel to the sender. OzMobiles also will take no responsibility for any items lost or damaged in transit if sent to OzMobiles without an RA number.
  • We will provide a free reply paid address to cover the cost of the return shipping. It is advised to package the return carefully and to add tracking to the parcel.


Warranty period exchanges and repairs

If your device develops a fault from normal use within the OzMobiles warranty policy, we can offer free exchanges or repairs during this timeframe. Please see our warranty page for full details on this process.

 

Order cancellations

Need to change or cancel your order shortly after placing it? No worries - OzMobiles can accommodate order cancellations provided that the order is cancelled before it has been shipped.

If you wish to cancel your order please immediately email info@ozmobiles.com.au with your order number and reason for cancellation. Please note that we do dispatch orders at lightning speed and your order may already be on its way to you. Once it has left our warehouse we are unable to cancel the order.

 

Change of mind

 

Sometimes after using your purchase for a short while there may be something you don’t like. Therefore OzMobiles can certainly assist you with returning the device and helping you find something more suitable if returned within 30 days of purchase.

For a change of mind return please contact our customer service team by emailing support@ozmobiles.com.au with as much information as possible. One of our customer service consultants will be able to assist you in returning the phone. Our consultants are specialised in helping our customers find the perfect phone for their requirements.

Please note:

  • OzMobiles is unable to offer change of mind returns for accessory purchases.

  • In order to be eligible for the change of mind return scheme, the device must be sent back in its original condition complete with original box and accessories. A 15% re-stocking fee will apply for devices not returned in the original condition. If accessories are not in original condition we will deduct a 15% re-stocking fee or retail price of accessories, whichever value is greater.

  • Device must not have any internal water damage, cosmetic damage or be iCloud/activation locked.

  • Any signs of tampering or unauthorised third party repairs will be rejected and the device will be returned to the customer.

  • Change of mind returns will be facilitated through a direct exchange for another product, refund or store credit

  • We will provide a free reply paid address to cover the cost of the return shipping. It is advised to package the return carefully and to add tracking to the parcel.

  • Initial shipping costs are not refundable and will be deducted from the refund for change of mind refunds. For customers who chose free shipping, a shipping cost of $10.80 will be deducted from the refund. We are happy to waive this shipping cost should you choose a direct exchange or store credit to be used towards another order.

 

How are refunds processed?

 

Refunds can only be made the same way the payment was received. No exceptions. Refunds will be reversed from the original transaction made - we cannot refund to a new card or bank account.